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faq

Why are my broadband speeds fluctuating?

During the first fourteen days of your new broadband service your speeds will fluctuateand you may get intermittent connection issues as it will be testing to determine thefastest speed your line will support. Your speeds are more likely to stabilize at ahigher speed if you leave your router on continuously. For ADSL, we recommend connectingyour router to your master telephone socket to maximize performance.

What factors determine my broadband download
speed?

We will provide you with the fastest broadband connection that your line will reliably
support. The download speed that you get will depend on a number of factors including
the quality of your telephone line and the length of the line between your property and
the telephone exchange.

Broadband speed may be limited by general congestion on the internet or a number of
heavy broadband users connecting to the same telephone exchange as you.

What does my monthly data usage include?

Your download usage is measured against what you download from the internet. This is not
just downloading a file from a website but includes activities such as, watching videos
on websites and listening to radio stations over the internet.

The activities below are examples of what will count towards your download usage
allowance each month:

Will I be contacted if I am reaching my monthly data
limit?

Spectrum Internet will contact you by email once you start to near your bandwidth
threshold at 80%. At 100% you’ll be notified again if you reach your usage allowance for
the month. Spectrum Internet will not charge you for the first month you go over your
limit but if you continue to exceed your monthly data allowance there will be a fee.

Why is my broadband connection dropping?

There are a number of checks to make when troubleshooting as to why your broadband
connection is dropping. Some suggested actions or reasons are listed below.

– Change your broadband micro filter

– Plug the broadband router in the BT master socket

– Faulty broadband router

– Check if there is a dial tone of your telephone. If not, contact your telephone line
provider and request that they run a line test

– If your device is having trouble connecting the wireless, change the wireless channel
on your router

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